HEALTH & WELLNESS · CASE STUDY

Build the journey to the first consultation.

How Thrivelia developed separate consultation journeys and connected booking-funnel events to Klaviyo, with the initial consultation as the business priority.

Documented work: January–February 2026

01 · THE CHALLENGE

An enquiry and a booking are different moments.

Bio ID Health’s acquisition journey centred on an initial consultation. Someone exploring a service, someone who leaves before booking and someone with an appointment tomorrow need different follow-up. A conventional ecommerce sequence cannot simply be copied into that journey.

The project involved separate HRT and TRT pathways. The February account discussion clarified that the immediate business priority was the acquisition funnel and initial consultation bookings. A broader patient-onboarding programme was a different scope.

That distinction shaped how to assess the work. Creating emails was a delivery milestone; understanding whether more people booked, and at what acquisition cost, was the commercial question.

02 · THE IMPLEMENTATION

Make the next step depend on what happened.

January production updates covered welcome, abandoned-consultation, booked-consultation and next-day reminder flows. By 11 February, the team explicitly identified the HRT and TRT abandoned-consultation flows as live. The other journeys still depended on the relevant lists and setup.

The two live tracks provided a concrete launch milestone. Keeping prepared and live journeys separate matters: a finished email does not reach anyone until the triggering event, eligibility conditions and destinations work together.

A 27 February call summary confirmed the API connection between GoHighLevel and Klaviyo was live for both pathways. This connected the booking-funnel systems and the email platform. It was not evidence that every downstream workflow had been completed.

03 · THE DECISION

Keep the booking objective visible.

The February review placed initial consultation acquisition cost at the centre of reporting. It called for a compact comparison showing what a flow looked like before, what changed, how performance differed and how many additional bookings it generated.

That is a useful reporting discipline for any appointment-led business. Email-platform conversion rates, booked appointments and attended appointments are separate measures. A change in one should not automatically be described as the same change in another.

The project reporting includes encouraging platform conversion observations, but do not establish the comparison dates and full measurement basis needed for a dependable public lift claim. This case study therefore does not translate those observations into a booking-growth or cost-reduction percentage.

INSIDE THE DECISIONS

Define the event that makes a reminder obsolete.

For Bio ID Health, booking the initial consultation changes what follow-up is useful. A recovery message should help someone who has not booked; an appointment reminder serves someone whose booking already exists. The GoHighLevel-to-Klaviyo connection matters because those states need to reach the system sending the message.

Review the two service pathways separately and follow a test booking through the journey. Check the event that starts recovery, the event that stops it and the information available for the next reminder. Then compare booked and attended appointments using the same period. This preserves the project’s business objective without confusing email engagement with a completed consultation or a patient outcome.

04 · THE OUTCOME

A connected foundation with a clear measurement target.

The verified February position was two live consultation-abandonment tracks and a live GoHighLevel-to-Klaviyo connection for both service pathways. Additional messaging and reporting work remained on the roadmap.

The transferable lesson is to define the desired customer action before expanding the automation programme. Confirm the event that starts a journey, the event that ends it and the business outcome used to judge it. For a booking funnel, that means keeping appointment conversion visible rather than allowing email activity alone to stand in for progress.

This is an implementation case study about marketing journeys. It does not make claims about treatment effectiveness, patient outcomes or completed commercial transformation.

QUESTIONS ABOUT THE WORK

What this case study shows.

Can Klaviyo support a consultation-booking journey?

Bio ID Health’s work connected booking-funnel events to Klaviyo and developed separate consultation journeys. The relevant conversion was an initial consultation, rather than a conventional product order. For a similar business, distinguish enquiry, booking and later customer states so that recovery messages stop when the next step has already happened.

How do you verify that an automated customer journey actually works?

Test the path from the source event to the intended recipient and destination. Check the payload, customer state, eligibility, missing-data fallback and link after the click. Record creative approval, activation and observed delivery separately. A live switch alone does not establish that the right people receive the right message.

YOUR NEXT CHAPTER

Where does your customer journey lose momentum?

Find the opportunities in your follow-up.

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Original campaign example

A clear next step for a considered service

The consultation email puts the booking action near the top, then explains why appointment capacity is limited. The supporting section answers a practical question: what happens during a consultation? This is useful structure for a considered service, where the customer needs to understand the process before committing. The repeated booking button returns to the same decision rather than introducing a competing offer.

Track qualified bookings and attendance alongside clicks. A booked slot and a completed consultation are different milestones.

Bio ID Health · Original campaign email · 2026-02-28

Explore the service and a related guide

For a similar customer journey, explore our Klaviyo agency services and the wellness and supplement retention guide. Use the case's scope and measurement context to decide which lessons fit your account.

Review the available engagement scopes and pricing before choosing a delivery model.